Service Delivery Manager (6 Month FTC) (Sydney), New South Wales

We’re Civica and we make software that helps deliver critical services for citizens around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. Role Overview The Service Delivery Manager is a senior, program-level role within Civica’s Health division, accountable for designing, governing, and continuously improving the end‑to‑end presales and scoping process across Private Health Insurance (PHI) and broader healthcare solutions. Responsibilities
- Establish standards for capturing, validating and translating complex healthcare requirements into structured documentation and cost estimates, ensuring compliance, traceability and clarity in regulated environments.
- Ensure Product Requirements Documents (PRDs) are complete, consistent and aligned to clinical, operational and compliance needs before engineering handover.
- Drive process rigor, improve estimation accuracy and reduce delivery risk within the ecosystem of healthcare providers, insurers and regulatory frameworks.
- Lead a specialist team and ensure outputs meet the quality, governance and consistency required to support scalable, compliant delivery across the Health portfolio. Qualifications
- Proven experience operating at program manager level within presales, solutions consulting, business analysis or service delivery in a health technology, SaaS or regulated environment.
- Demonstrated experience designing and implementing presales or requirements gathering processes within complex, compliance‑driven industries.
- Strong understanding of healthcare or Private Health Insurance (PHI) environments, including regulatory, operational and data considerations.
- Proven capability translating complex healthcare or insurance requirements into structured documentation, cost estimates (ROM / T‑shirt sizing) and engineering‑ready outputs.
- Experience defining and governing Product Requirements Documents (PRDs) to meet engineering, compliance, and operational standards.
- Evidence of managing handover processes between presales and engineering, reducing rework and ensuring delivery readiness.
- Strong stakeholder engagement skills, with experience working with healthcare providers, insurers and senior business stakeholders.
- Proven leadership experience managing and developing teams in fast‑paced, high‑complexity delivery environments.
- Ability to establish structure, governance and process discipline in ambiguous or evolving environments.
- Solid analytical and commercial acumen, aligning estimation approaches with pricing models and contractual requirements.
- Experience defining KPIs, measuring presales performance and driving continuous improvement across process and output quality.
- Excellent written and verbal communication skills, including the ability to produce clear, structured and compliant documentation. We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We actively encourage applications from Aboriginal and Torres Strait Islander peoples of Australia. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3ruw8z